Net Promoter Score Archives

09 May Gauging Employee Loyalty with eNPS®

Posted by: Matthew Van Deventer

We are usually more critical of ourselves than other people are of us. In the mirror my “dad bod” looks to me more like Mr. Chub-a-lub than others (at least that’s what they’ve told me!). To you, your communication skills may be lacking more than your co-workers think they are. That canvas you painted is missing everything and may never be perfect, but collectors are pining for it. A company’s employees will point out faults of their employers more often and harsher than its customers will.

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09 Aug VIDEO: How to Improve Your NPS® (Net Promoter Score®)

Posted by: Matt Jones

Hi. I'm Matt Jones with Web Punch. And I'm here to talk to you about how to improve your NPS®. A Net Promoter Score® is a really great way for you to understand the things that you're doing right and wrong with your business, and it can be a great way for others to see how well your customers like the experience that you're offering them. But how can you make that score better? There are a few things. The general process is pretty simple. We're going to obviously start with surveying the client. We're going to ask them the two questions to see what you're doing right and to see what things can be improved upon. And then, we're going to analyze that data.

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26 Feb Is Your Net Promoter Score® Tied to Your Online Reputation? You Bet!

Posted by: Matthew Van Deventer

NPS®, or Net Promoter Score®, is a widely-used customer loyalty metric introduced by Fred Reicheld in 2003. Over the last five years, the NPS® has become the standard by which businesses can measure customer satisfaction as it relates to both customer retention and loyalty.

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27 Mar Forget the Score and Play the Customer Service Game!

Posted by: Melissa Hall

The Net Promoter Score is awesome. Not only does it indicate growth but it shows you how you are faring against your competitors. But the single most important thing about that score? It’s not that important! (GASP) I know, it’s a crazy thing to say but hear me out. Your Net Promoter score at a glance is a great litmus test, but it doesn’t always tell the story of your customers and what they truly think about your service. Paying more attention to the why of a score and not just the score itself can lead to a truly great level of customer engagement. I am going to show you what systems you can put in place to sort through, respond to and make the most of all your Detractor, Passive and Promoter replies. Your Net Promoter feedback and how you manage it can make your customer interactions shine! So read on and become the bacon to your Customers’ BLT.

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